Director of Customer Education Strategy

Our Company

Changing the world through digital experiences is what Adobe's all about. We give everyone-from emerging artists to global brands-everything they need to design and deliver exceptional digital experiences! We're passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We're on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

Changing the world through digital experiences is what Adobe's all about. We give everyone-from emerging artists to global brands-everything they need to design and deliver exceptional digital experiences. We're passionate about empowering people to craft beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We're on a mission to hire the very best and are committed to building exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

• Strategic Management: Define, develop and implement a comprehensive customer education strategy that aligns with Adobe's revenue goals and positions us as an industry leader for SaaS customer education.
• Team Development: Build and lead a high-performing team of training and education professionals, providing mentorship, guidance, and support to achieve strategic objectives.
• Revenue Growth: Drive the growth of paid training programs by developing strategies that increase customer participation, satisfaction, and retention, ultimately boosting revenue year over year.
• Performance Measurement: Establish and monitor key performance indicators (KPIs) to measure the effectiveness and impact of training programs, making data-driven decisions to drive continuous improvement.
• Curriculum Development: Oversee the creation and continuous improvement of training curricula that meet the diverse needs of our customers, ensuring content is engaging, relevant, and effective.
• Training Delivery: Innovate and enhance training delivery methods, including in-person facilitation, virtual classrooms, and self-paced learning, to maximize customer engagement, learning outcomes and ultimately retention of our training as a professional service.
• Platform Optimization: Contribute to the evaluation and enhancement of our training platform to ensure a seamless, user-friendly experience that supports diverse learning styles and needs. Drive a lean, efficient operational team to implement cutting-edge platform technology.
• Customer Advocacy: Foster a culture of customer success and advocacy by ensuring training programs empower customers to achieve their goals and maximize the value of Adobe products.
• Stakeholder Collaboration: Collaborate with cross-functional teams, including product management, marketing, professional services, field sales and customer success, to ensure alignment and integration of training initiatives.
• Communicate Business Results: Present program metrics regularly to drive informed decision-making, highlight organizational impact, and collaborate on improvements.

• Experience: Minimum of 8+ years in a senior leadership role within customer education, training, or a related field.
• Strategic Leadership: Proven ability to develop and implement strategic plans that drive significant change and achieve measurable results.
• Team Leadership: Exceptional leadership and team management skills, with the ability to inspire and motivate a diverse team, driving successful outcomes through significant organizational change.
• Scaling & Organizational Excellence: Proven success in scaling learning experiences and programs in a rapid-growth company, with exceptional organizational skills to drive multiple projects in parallel, balancing strategic and creative thinking with quick tactical execution.
• Budget Management & Operational Efficiency: Proven expertise in forecasting, managing budgets, vendor negotiations, and delivering cost-effective training events, with a focus on resource maximization and operational efficiency.
• Data-Driven Decision Making: Strong analytical skills with the ability to analyze metrics, make informed decisions, and exercise sound judgment with a high level of accountability and professionalism.
• Technology Proficiency: Experience with learning management systems (LMS) and other educational technologies.
• Content & Delivery Proficiency: Proven ability to drive organizational best-in-class standards for training solutions that are customer-first, ensuring content and delivery is engaging, innovative and effective.
• Communication & Relationship Building: Exceptional communication skills with the ability to build and maintain strong, trust-based relationships with internal and external stakeholders, including business leaders and key partners across a global, multi-cultural organization.
• Industry Knowledge: Expertise in analyzing and staying ahead of customer education industry trends, incorporating emerging technologies and methods into strategies and solutions to position Adobe as an industry leader.

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.

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California:

Fair Chance Ordinances

Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.

Colorado:

Application Window Notice

If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.

Massachusetts:

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It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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